Merchant Retention Lead

About the role

Tamara, a leading fintech platform in the GCC, is looking for a Merchant Retention Lead to own the retention and reactivation of unmanaged SMB merchants across the UAE. You will lead a team of specialists who engage churned merchants, understand the reasons behind churn, and drive resolution or escalation.

Key responsibilities

• Lead, coach and performance‑manage a team of Specialists, setting priorities, outreach targets and SLAs.
• Own outreach to churned merchants and build early‑intervention approaches for merchants whose transaction volume is slowing down.
• Develop and maintain SOPs, call guides, churn‑reason frameworks and recovery playbooks.
• Collaborate with Product, Engineering, Risk, Finance and Commercial teams to resolve merchant issues and drive long‑term fixes.
• Track team activity and outcomes, reporting on churn reasons, reactivation rates and recovered transaction volume.

Required profile

• 2+ years experience in merchant success, retention, account management or related function.
• Previous experience leading or coaching a customer‑facing team.
• Strong communication, problem‑solving and stakeholder‑management skills.
• Analytical mindset with ability to identify patterns from merchant feedback and performance data.
• Arabic language capability alongside professional English.